WhatsApp Conversation Builder
The Conversation Builder (/whatsapp-business/conversation-builder) lets you design multi-step WhatsApp conversations on a visual canvas—messages, templates, buttons, input collection, conditions, delays, AI replies, and handoff to Smart Flows.
Video
Who can do this
Marketing or automation users with WhatsApp Business builder permission.
Before you begin
- WABA setup complete
- Approved templates for Template nodes
- Optional: Components for reusable subgraphs
- Flow logic sketched (start → qualify → book → end)
What you'll accomplish
- Saved conversation definition
- Published flow triggering on inbound messages or entry points
- Runtime sessions visible on Runtime tab
Open Conversation Builder
Title: Conversation Builder
Subtitle: Design multi-step WhatsApp conversations with a visual node canvas.
Header actions:
| Control | Purpose |
|---|---|
| Flow select | New flow or saved definition names |
| Save | Persist canvas |
| Publish | Activate flow (toast: Flow published or draft fallback) |
Tabs: Builder | Runtime
Node library
Left panel: Node library
| Node type | Use |
|---|---|
| Start | Entry point |
| Message | Free-text outbound |
| Template | Approved Meta template |
| Buttons | Quick replies |
| List | List message UI |
| Carousel | Multi-card content |
| WhatsApp Flow | Link to Meta Flow |
| Collect Input | Capture user reply |
| Condition | Branch on expression |
| Delay | Pause before next step |
| Run Smart Flow | Trigger automation |
| AI | LLM response |
| End | Terminate session |
Canvas:
- Flow name placeholder: Flow name
- Empty: Empty canvas — Add nodes from the library to begin.
- Selected node hint: Configure in inspector →
- Delete key removes selected node
Configure nodes (Inspector)
Select a node → Inspector or {type} node title.
| Node | Fields |
|---|---|
| All | Label |
| Message / Collect Input | Message text |
| Template | Template ID |
| Delay | Delay (seconds) |
| Condition | Expression (e.g. contact.tags includes VIP) |
| Run Smart Flow | Smart Flow ID |
| AI | AI prompt |
Empty inspector: Select a node to edit its properties inline.
Build a sample qualification flow
- Add Start → Template (welcome, approved ID).
- Collect Input — ask budget/timeline.
- Condition — expression routes VIP vs standard.
- VIP branch → Run Smart Flow (assign rep task).
- Standard branch → Message + Delay → follow-up template.
- Both → End.
- Wire edges between nodes.
- Save → toast Flow saved.
- Publish → toast Flow published.
Runtime tab
Switch to Runtime:
- Empty: No active sessions — Runtime sessions appear when flows are triggered.
- Table columns: Contact, Status, Current node, Started
Use Runtime to debug stuck sessions during UAT.
Components integration
Path: /whatsapp-business/components
Reusable subgraphs (appointment booking, human handover):
- Select target flow in header.
- On component card, Instantiate into flow.
- Toast errors: Select a conversation definition first
Verify your work
- Save succeeds; flow appears in flow dropdown
- Publish activates (or saves draft if endpoint unavailable)
- Test inbound message starts session; Runtime shows row
- Current node advances as you reply on device
Tips
Keep flows under ~12 nodes—long graphs are hard to trace in Runtime.
Use Template nodes for first outbound touch—free-text Message may violate session window rules.
Pair AI nodes with Knowledge Hub content via Smart Flow or AI Employee.
Troubleshooting
| Problem | Fix |
|---|---|
| Publish endpoint unavailable — saved as draft | Retry publish; check WABA connection |
| Template node fails | Template ID must be approved |
| Session stuck | Runtime tab → note Current node; fix Condition expression |
| Smart Flow not firing | Verify Smart Flow ID and flow is Live |
| Empty Runtime | Entry trigger not wired; WhatsApp number not linked |